Orders & Shipping Policy

1. After you place your order, you will be notified with a confirmation email with the receipt of your order, and another email to you to confirm the dispatch, and therefore one for acceptance of the order.
2. Dispatch of all the product(s) ordered together, may or may not happen at the same time. Subject to availability, your order may be dispatched in 2 segments. 
3. The product(s) will be inspected and packaged before handing them over to our trusted delivery partners.
4. Our delivery partners deliver the package as early as possible. In case, they are unable to reach the provided address, at a suitable time or subject to your availability at the pickup location, they will contact you to resolve the issue.
5. Most orders are dispatched within 2 business days (excluding Sundays and public holidays).
6. No shipping charges apply for prepaid orders equal to and above the billing value of INR 2000. However, for all COD orders, a shipping charge of INR 100 is applicable.
7. Any shipping and delivery-related dispute has to be informed to us within 48 hours by email (support@koheva.com), preferably within 24 hours itself, for a quick resolution. Any Courier and Logistics Partners in India do not entertain and resolve any delivery-related disputes if raised after 48 hours as per their policy, and hence despite wanting to help you, we will be constrained and unable to provide you a resolution if not notified within the given timeline.
8. Any orders that are RTO (Returned to Origin) due to the non-availability of the customer, i.e., if you were not available 3 times to collect the package, the parcel will be returned to us. It will not be re-shipped for free in case you want it to be delivered, and shipping charges will be applied again worth Rs 60.

Damages

Koheva cannot be held liable for any products damaged or lost during shipping. In case the package you receive is damaged, please contact the shipment carrier to file a claim, and write a mail to us within 24 hours with an unboxing video and images. Kindly save all packaging materials that you receive and the damaged goods before filing a claim.

How are the items packaged?

Every Koheva package is packed in an outer packaging box, which is then placed in a shipping box with fillers. Our outer packaging can be opened and has product-related information printed on each packaging box. Extra fragile bottles and products are protected with bubble wrap, but we are making efforts to move away from single-use plastic fillers. All information about our product, including the complete ingredient list is printed on the product and the outer packaging, and other details are mentioned on our website as well. We are completely transparent about the product's ingredients and making at every step. 

Estimated Delivery Time

For all areas serviced by reputed couriers, the delivery time is usually within 3 to 5 business days of shipping (except Sundays and other Public holidays). For the rest of the areas, the parcels may take 5-7 days, depending on location.

The delivery date displayed while placing the order i.e. on the Product Details, Cart, Checkout, and Order Confirmation page and in the order confirmation email is tentative. It may change once the order is shipped, however, it is usually updated on the site with updated details every few hours. 

Post shipment of the order, an 'Estimated Delivery Date' will be conveyed to you for tracking of the shipment status of your order.

Koheva ensures to provide a satisfactory customer experience by delivering the products as per the Estimated Delivery Date communicated, however, occasionally there might be unexpected delays in the delivery of your order due to unavoidable and undetermined logistics challenges beyond our control for which Koheva is not liable and would request its users to cooperate. We also reserve the right to cancel your order at its sole discretion in cases where it takes longer than usual delivery time or the shipment is physically untraceable, and the refund is processed for the amount paid for the canceled product(s) to the customer.

How can you track your order?

Once your order has been dispatched, you will be notified with an email with the tracking details and the courier company processing your order.

Address Change

You can change the delivery address of your order only if the order is in Confirmed or Pending status (which is, before the order is shipped). However, if there are any variations in the charges/taxes (if any) applied for the original delivery address used while placing the order v/s the delivery address to be updated, the request for updating the delivery address might not be accepted.

Does Koheva ship internationally?

We are working on expanding our international delivery services to many other countries. Stay tuned.